L1 Technical Support - Salesforce CRM

The Responsibilities Include

• Provide technical support to end users on various technical issues and problems relating to software that is used by internal and external customers. This includes our Customer Relationship Management System, Event Management System, data analytical tools like Tableau, and other customer-serving SaaS products like HiveBrite and WordPress.
• Respond, document, resolve or escalate incidents, change request or service tickets in a timely manner in accordance to established Service Level Agreements.
• Uphold the service level requirements and strive for continuous service improvement by providing quality technical support to end users. This would also include gathering customer feedback and insights to identify recurring issues and areas for improvements in products and services.